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首页> 外文期刊>Journal of the American Pharmacists Association: JAPhA >Assessment of workflow redesign in community pharmacy.
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Assessment of workflow redesign in community pharmacy.

机译：社区药房工作流程重新设计的评估。

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OBJECTIVE: To assess the effect that workflow enhancements have on dispensing responsibilities and pharmacist-patient interaction in the community pharmacy setting. DESIGN: Pre-post comparison. Pre-assessment data were obtained from a multisite observational study. SETTING: Pharmacy within a regional pharmacy chain. STUDY PARTICIPANTS: 3 pharmacists and 110 patients. INTERVENTION: The pharmacy was physically remodeled to enable workflow changes, including defining dispensing responsibilities with an emphasis on patient counseling, providing an additional 6 feet of counter space, upgrading technology, installing a third computer, implementing tools to augment the filling process, and requesting that cashiers rephrase the offer to counsel to encourage patient acceptance. Patients and pharmacists were surveyed about the experiences and beliefs, and pharmacy activities were observed directly. MAIN OUTCOME MEASURES: Patient counseling and prescription dispensing. activities. RESULTS: The number of pharmacists who perceived that they had adequate time to counsel patients increased as a result of the intervention (0 of 3 responding pharmacists before the intervention, compared with 2 of 2 afterward). Patient satisfaction scores both before and after the intervention were predominantly favorable and did not differ significantly. The most relevant change in dispensing activities was pharmacist involvement with data entry into the computer, which decreased from 61% to 10%. Oral counseling offers to patients increased significantly, from 5% to 85%, but counseling rates remained low throughout the study and were not measurably affected by workload. CONCLUSION: Workflow redesign has positively affected the dispensing activities at the study site. Technicians took more responsibility for dispensing tasks. Given the drastic increase in counseling offers but lack of effect on counseling rates, patient behavior and expectations with regard to counseling likely need to change to further improve dynamics in the community pharmacy.
机译：目的：评估社区药房设置中工作流程增强对配药责任和药师与病人互动的影响。设计：事前比较。预评估数据来自多站点观察研究。地点：区域药房链中的药房。研究对象：3名药剂师和110名患者。干预：对药房进行了物理改造，以实现工作流程的更改，包括定义配药职责（重点是患者咨询），提供额外的6英尺柜台空间，技术升级，安装第三台计算机，实施工具以增加填充过程以及要求收银员将提议改写给律师以鼓励患者接受。对患者和药剂师的经验和信念进行了调查，并直接观察了药剂活动。主要观察指标：患者咨询和处方分配。活动。结果：由于采取了干预措施，因此认为有足够时间为患者提供咨询服务的药剂师人数有所增加（干预前3名有反应的药剂师中的0名，之后有2名中的2名）。干预前后的患者满意度得分主要是有利的，差异无统计学意义。分配活动中最相关的变化是药剂师将数据输入计算机的参与，从61％减少到10％。为患者提供的口服咨询服务从5％大幅增加到85％，但是整个研究期间的咨询服务率仍然很低，并且不受工作量的影响。结论：工作流程的重新设计对研究现场的点胶活动产生了积极影响。技术人员承担了分配任务的更多责任。鉴于咨询服务的急剧增加，但对咨询率的影响不大，患者的行为和对咨询的期望可能需要改变，以进一步改善社区药房的发展动力。

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